Missing Mails
For the last 6 months or so I have been having ongoing issues with my mails being categorised as spam, or in some cases not reaching the recipient at all. I've been constantly onto Hetzners Customer Service department. Every time I'm told that the mails have been delivered and the problem is at the recipients end. When I point out that the amount of recipients that I have had this issue with runs well into double figures (in fact I think it is more than 20), they have no real answers for me.
At one stage they also tried to pin the blame on Vox, my ISP. Saying that root cause is the fact my IP address my be blacklisted by some ratings agencies. This argument holds no water though, as I have experienced the same problem when sending emails when in London and Dubai.
This might have been a good company once upon as time, but sadly my experience with them has been poor. I'm afraid that the combination of these technical issues, and the 2 recent security breaches has completely shaken my trust in them. My advice to anyone looking for a hosting provider, avoid these guys and select an established hosting company in Europe or the US.
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Xneelo's replyOfficial
22 Oct 2018, 08:54Hi Grant,
We understand your concerns around email reliability and how this can impact on your business. A brief investigation into recent mail logs (including some from the UK) has revealed blacklisted IPs, which we would be happy to demonstrate for you. Often the source IP is not enough to cause an email to land in the spambucket and we would welcome an opportunity to work with you to help get this resolved.
Regarding the security breach, we deeply regret this incident and sincerely apologise for the concern it has created. We would like to reassure you that our customers' data security remains our top priority and that we take swift and decisive action to address threats whenever they are identified.
One of our Service Managers will contact you shortly to discuss your concerns and resolve them. Should you decide to proceed with a move, then they will facilitate a smooth and seamless transition.
Warm regards
Hetzner
Best regards,
Xneelo's reply22 Oct 2018, 08:54
Official
Hi Grant,
We understand your concerns around email reliability and how this can impact on your business. A brief investigation into recent mail logs (including some from the UK) has revealed blacklisted IPs, which we would be happy to demonstrate for you. Often the source IP is not enough to cause an email to land in the spambucket and we would welcome an opportunity to work with you to help get this resolved.
Regarding the security breach, we deeply regret this incident and sincerely apologise for the concern it has created. We would like to reassure you that our customers' data security remains our top priority and that we take swift and decisive action to address threats whenever they are identified.
One of our Service Managers will contact you shortly to discuss your concerns and resolve them. Should you decide to proceed with a move, then they will facilitate a smooth and seamless transition.
Warm regards
Hetzner
Best regards,
's updateReviewer Update
22 Oct 2018, 09:05I'm sorry, but you've had ample opportunity to resolve this matter. If the various people in your Customer Service department I've spoken to over the last 6 months had taken a bit of accountability, and tried to find a solution this could probably have been salvaged. Instead, I have just signed up with SiteGround and will be migrating this week.
's update22 Oct 2018, 09:05
Reviewer Update
I'm sorry, but you've had ample opportunity to resolve this matter. If the various people in your Customer Service department I've spoken to over the last 6 months had taken a bit of accountability, and tried to find a solution this could probably have been salvaged. Instead, I have just signed up with SiteGround and will be migrating this week.